Customer satisfaction is your KPI. Customers will get a survey to rate their experience from 1-5 (bad-great) after you update in the system that the case is closed. Now – you receive a call from customer and he is very upset with hotel’s service. You have done everything you can, but customer is still unhappy. This is considered as case close based on our procedure. Will you update the system as a closed case? Knowing that customer will receive a survey and will rate you badly.